Company Name:Sears HoldingsLead Mentor Refrigeration HVAC Technician, In-Home (Williston, VT) job in SOUTH BURLINGTONRequisition ID: 250833BRJob Function: Repair/InstallationEmployment Category: Regular, Full-timeState: Vermont (VT)State or Province/City: SOUTH BURLINGTONLocation:Post Code: 05403Post Date: 03/21/2014Brand: SearsBusiness Unit: Home Services - In HomeStore: 28014: HPS - Up St N.Y. Cap Area 105Job Summary: The Lead Mentor Refrigeration HVAC Technician, on an individual and mentor/mentee basis, is responsible for providing timely and quality repairs of customers'' products while maintaining high customer service. This position promotes and sells additional products and services that directly impact the profitability of the Company. In addition, the purpose of this position is to provide direct mentoring of new hire technicians during the first phase of their onboarding. The Lead Mentor Refrigeration HVAC Technician works with the district to ensure specialized training is delivered, and all aspects of technical onboarding are satisfied. The Lead Mentor Refrigeration HVAC Technician advises TM/DTM/DSGM of technician''s readiness and additional training needs. Additionally, the Lead Mentor Refrigeration HVAC Technician will be tasked to provide training and coaching to incumbent technicians on specific opportunity areas and to lead peer training courses as requested. Job Duties/Responsibilities:o 35% Provides direction and Technical assistance to Peer and Mentor Refrigeration HVAC Technicianso 10% Conducts Technical Training and mentors other Technicianso 35% Recommends methods to improve business performance and enhance the customer experienceo 5% Instructs and engages others on the Value Added Services Processes (i.e., Selling and Customer Pro-Advocacy) through effective communicationo 5% Coaches and trains others on all operating policies used in the In Home business specific to the roles and responsibilities of an In Home Service technician (proper truck maintenance and parts inventory management)o 5% Directs and trains on technical performance metrics including, but not limited to: Net Completes per Day, Customer Satisfaction survey results, First Time Solutions, Recalls, First Time Completeso 5% Mentors on use of support network (Customer Care Network (CCN), Client Interaction Team (CIT), Center of Excellence (COE), Sears Technical Assistance Team (STAC), District office support, District Staff, Routing, and others as identified by the Technical Manager/Area Operations Manager/District Technical Manager/District Service General Managero Demonstrates exemplary technicial behaviors to new and incumbent Technicians and serves as a positive role modelo Recognizes and Communicates existing asset gaps of their assigned workforce to the appropriate Technical Manager or Area Operations Managero Performs miscellaneous duties as assignedRequired Skills:o Prerequisite required: Candidates for Lead Mentor Tech must be an active Refrigeration HVAC technician with a meets or above expectations review for the last 2 review periods and a certified Mentoro Knows, understands, demonstrates, and coaches on all tool usage and needs, policies, processes and procedures that apply to the In Home service techniciano Ability to coach on effective use of resources including but not limited to: Sears associates, Vendors, Third Party customers, and other outside sources (i.e., Routing, Sears Technical Assistance Center (STAC)o Ability to train/teach in a one-on-one and classroom environmento Ability to coach peer Technicians in troubleshooting difficult repair diagnoseso Ability to convey a positive image of the Company in all actions and behaviorso Demonstrates and maintains a high level of professionalism in their appearance, language, and behaviors in all mentor and customer interactionso Demonstrates the ability to adapt well to change and be a positive influence on otherso Strong interpersonal skills, with the ability to work with diverse workgroups, tailoring communication for audience and situationo Ability to provide candid (both verbal and written) assessments of new hires and incumbent technicians on areas related to ability, effort, training needed, and possible solutionso Demonstrates a commitment to safe work practices and coaches others in all aspects of the position including the work/customer environment, use of personal protective equipment, and safe drivingo Ability to read, write, and speak English Preferred Skills:o Previously certified mentor and/or peer trainer (internal)o Previous experience in leading or mentoring a group of technicians (internal or external)

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